Design
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Empathy Maps Or Customer Personas: When To Use What?
Key Takeaways Empathy maps and customer personas are essential tools in customer research but often get confused. While both improve customer understanding, they focus on different aspects and lead to varying outcomes. Knowing the differences and when to use each enhances our ability to create effective customer experiences. First, the definitions… Empathy Maps Empathy maps…
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For A Great Service Blueprint, Start With Your Customer Journey Map
IDEO describes Service Design as a craft of bringing together human, digital, and physical interactions to create a truly differentiated experience for customers. How is this achieved? Through the use of a service blueprint that pulls together the business’ processes, systems and tools, all centred around its customers. This ensures that every interaction at each touchpoint –…
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Tackling Shopping Cart Abandonment: A Customer Experience Perspective
Shopping cart abandonment happens when a potential customer occurs when a potential customer starts the checkout process for an online order but exits before finalising the purchase. Oberlo estimates that about 71.27% of all online shopping carts and baskets are abandoned without completing the process. More often than not, the reasons for abandoning carts point towards a hiccup…
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Six Applications Of Design Thinking For Better Customer Experience
Design Thinking is rooted in empathy and iterative learning, which are essential for businesses to truly understand their customers’ viewpoints. The method guide its users towards making not just small improvements to their existing product or service, but also fundamentally changing how they interact with their users, in this case, their customers. As a design…
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What Are Customer Personas? (+Why You’d Need One)
Customer personas, sometimes known as buyer personas, are a semi-fictional character that represents your ideal customer. Think of it as your ideal customer’s avatar. It’s not a real individual, but rather a blend of characteristics, needs, motivations, and behavioural patterns of your target audience. By crafting a detailed customer persona, businesses can visualise their customers.…
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5 Common Mistakes In Customer Journey Mapping (+How To Avoid Them)
Customer journey mapping plays a pivotal role in sculpting remarkable customer experiences. This process visualises the path your customers follow, from their initial contact with your business right up to forming a long-term relationship. However, even small customer journey mapping mistakes can lead to a significant negative impact, causing a misalignment between customer expectations and…
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What Are Customer Journey Maps (+Why Do You Need Them)?
Customer journey maps are indispensable tools for shaping and enhancing your customer’s experience with your brand. They help teams visualise the customer’s path. Often starting from the first point of contact through the entire lifecycle of their interaction with the brand. In this article, we explore the types of customer journey maps and how they…
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Understanding Authentic Customer Needs Through “Jobs To Be Done”
Organisations are constantly seeking ways to enhance their products to succeed in the market. More often than not, businesses tend to place a strong emphasis on their products, with solutions being product-centric. However, this approach may fall short of meeting business objectives, let alone ensuring market success. Why The “Jobs To Be Done” Method? Your…
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Map It Right: Customer Journey Maps and Process Maps
While customer journey maps and process maps are both powerful tools in experience design, they serve very distinct purpose and offer unique insights. Yet, it’s common for people to mix up the two. In this article, we’ll explore the key differences between a customer journey map and a process map, helping you understand when and…